Configuring client settings

Phone, e-mail, and chat

Activate Not-Ready Status After No Response

Select this option if you want that an agent's status is changed to not ready automatically if they don't respond to an offered queue conversation. For Communication Panel, define also:

• Number of Offerings Before Activating Not Ready in User and Role Management > User Settings Template > Communication Panel Settings
• Timeout for Contacts to be Picked or Rejected in Queue Management > Queues > Contact Management

Phone, e-mail, and chat

Wrap-Up Time

Enter the value to define how long agents in Communication Panel remain in the Wrap-Up status when they disconnect a queue conversation.

You can enter the value as seconds, minutes, or hours. Wrap-up will end automatically after the set time has expired or manually ended by the agent.

E-mail and chat

Default Reply Template

For Communication Panel, use this setting to define:

• a signature template for agents to use when they create an outgoing email using this queue as the sender address.
• a template for agents to use when they create an outgoing SMS or WhatsApp message using this queue as the sender address.
• a default response, such as a greeting, to an accepted chat conversation. You can define that the response is sent automatically when a chat conversation is accepted. Define this in User and Role Management > User Settings Template > Communication Panel Settings > Automate Sending First Chat Response.

The template list displays all reply templates in the system.

To have the template available in Communication Panel, do the following in Queue Management > Reply Templates for the folder where the template is located:

• Add the queue to the Queues assignment block.

• Add the users, user role or user group to the Access Rights assignment block

To create a new template, see Managing Reply Templates.

Phone, e-mail, and chat

Handling Time Limit

Communication Panel

If you want agents to see a timer per conversation from this queue, enter a limit for the recommended handling time of a conversation. The agent can see the conversation timer that shows the duration of the current conversation. The timer changes color based on the handling time limit:

• When 75% of the time has passed, the timer changes from grey to orange.

• When the handling time has passed, the timer changes from orange to red.

If you do not define a handling time, the agent does not see a conversation timer in conversations from this queue.

Read more about timers in the Communication Panel document.

Phone, e-mail, and chat

Queue Contact Information

Enter the content of an informative dialog window that appears when there is an inbound queue contact.

The following variables are available:

• %ANUMBER%
• %FIRSTBNUMBER%
• %FIRSTQUEUENAME%
• %LASTBNUMBER%
• %QUEUENAME%
• %EXTRADATA%

Use the BR tag for line breaks.

The information is displayed for all queue users in Communication Panel, and no separate activation is required.